Introduction to Salesforce for Service

COURSE OUTLINE:

Description This online class is delivered by a live instructor and is specifically designed to teach customer service and call center personnel the basics of Salesforce. The instructor will focus on the key features a call center employee can use to immediately become effective with Salesforce.

A student in this class will learn how to work with accounts, contacts, cases, solutions and activities. In addition, the instructor will show students how to how to use and create list views and reports to effectively filter information.

Audience
Customer service or call center personnel with little or no experience with Salesforce or those wanting a refresher on how to effectively manage leads and cases within Salesforce.

Agenda

Introductions / Login to Training Orgs
Overview of Salesforce for Service
Working with Accounts
Working with Contacts
Working with Cases
Working with Solutions
Working with Activities
Creating List Views & Reports
Working with Dashboards
Question & Answer

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